How long do you allow a case to sit in Awaiting Acceptance before it auto closes?

[Michelle Cramer]

Hello

We are having an issue when a case closes automatically and then the employee goes in and adds a comment. They arent able to reject the case because it is already closed. We dont know that they put a comment in there so they eventually go open another case and are upset that we didnt get back to them.

Right now we have our system set up to automatically close after 2 business days. 

I am just curious how long everyone else has their systems set up before the case auto closes. I am thinking we need to push that out.

Thank you for any feedback and for letting me know your experience with this!

Michelle

[Sean Antle]

Hi, Michelle,

In my experience guiding customers through this feature, there's no hard and fast rule for what is the correct wait time before closing the case. I've had customers reduce it to one business day or go as long as five.

One thing to consider is that Awaiting Acceptance is configured service by service, so it may not be applicable to all your cases. Using this case option judiciously may cut down on the back-and-forth after a case is closed.

That said, it sounds like you may need to explore preventing users from commenting on closed cases. Here is a good Community post that offers a solution.

Hope this helps! Good luck!

[Christine Hoste]

Hi Michelle.

We have ours set at 5 days and don't let people comment on closed cases.

Hope that helps.

Chris

[Rob Sestito]

Hey Michelle,

We have our cases auto-close 3 business days after sitting in awaiting acceptance. I did the same thing in my previous company I was with for 8 years. My experience, people don't seem to want to be bothered with this feature (the customer accepting their own case resolutions).

OOTB if I remember, it is set to 5 business days. Seems a bit long, and I always take into consideration the weekend. If a cases moves into awaiting acceptance on a Wed or Thursday (especially later in the day), then the case stays active for a long(ish) time.

So, we set ours to the 3 business days which seems a good middle ground.

Good luck with your decision

Cheers,

-Rob

[John Zhang1]

Two business days to automatically close the ticket is reasonable, but we always send a notification to the requestor before we close the ticket.    We also put all form fields read only after ticket closed so the requestor can't update the ticket.